Customer Engagement in Communications in Europe and North America

The Current and Future Communications Vertical

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The overall objective of this research service was to look at the current and future adoption of various customer contact strategies, enabling technologies, and services, specifically in the communications vertical. As a proportion of total customer interactions in the communications vertical, the projected growth is clear for Web self-service portal, social media, and mobile apps. Email and LiveAgent voice show a decrease in the proportion of customer interactions in the next 2 years. About 40% of contact center organizations in Europe and North America state their contact channels are fully integrated, while the largest proportion is mostly integrated. By 2016, 57% expect to be fully integrated, primarily due to 11% of mostly integrated contact centers transitioning to full integration. Compared to Europe, significantly more contact centers have fully integrated with other contact channels in North America.

Table of Contents

Research Background, Objectives, and MethodologyResearch Background and ObjectivesMethodologyOverall Firmagraphic DetailsExecutive SummaryExecutive SummaryExecutive Summary (continued)Executive Summary (continued)Executive Summary (continued)Executive Summary (continued)Executive Summary (continued)Executive Summary (continued)Customer Interaction ChannelsCurrent versus Future Customer Interaction Channels in the Communications VerticalCurrent Customer Interaction Channels in the Communications VerticalFuture Customer Interaction Channels Channels in the Communications VerticalIntegration Across All Customer Contact ChannelsCurrent and Future Integration of Contact Channels in the Communications VerticalCurrent Integration of Contact Centers in the Communications VerticalFuture Integration of Contact Centers in the Communications VerticalPrevalence of AutomationCurrent and Future Prevalence of Full Automation in the Communications VerticalCurrent and Future Prevalence of Full Automation in the Communications Vertical (continued)Prevalence of Speech Recognition in Interactive Voice Response InteractionsCurrent and Future Prevalence of Speech Recognition-enabled IVR Interactions in the Communications VerticalThe Future of Outbound Customer InteractionsExpected Changes of Outbound Customer Interactions in the Communications VerticalExpected Changes of Outbound Customer Interactions for PCC in the Communications VerticalExpected Changes of Outbound Customer Interactions for Sales and Marketing in the Communications VerticalExpected Changes of Outbound Customer Interactions for Collections in the Communications VerticalSocial Media Customer Contact StrategyCurrent and Future Capabilities of Social Media Customer Contact Strategy in the Communications VerticalCurrent Capabilities of Social Media Customer Contact Strategy in the Communications VerticalFuture Capabilities of Social Media Customer Contact Strategy in the Communications VerticalMobile Customer Contact StrategyCurrent and Future Capabilities of Mobile Customer Contact Strategy in the Communications VerticalCurrent Capabilities of Mobile Customer Contact Strategy in the Communications VerticalFuture Capabilities of Mobile Customer Contact Strategy in the Communications VerticalPotential Restraints to Achieving Multichannel Customer Contact Center GoalsPotential Restraints in the Communications VerticalPrevalence of Systems and Applications Current versus Future Prevalence of Systems/ Applications in the Communications VerticalCurrent Prevalence of Systems/Applications in the Communications VerticalFuture Prevalence of Systems/Applications in the Communications VerticalNumber of Agent Performance Optimization Vendors SourcedCurrent and Future Number of APO Vendors Sourced in the Communications VerticalCurrent and Future Number of APO Vendors Sourced in the Communications Vertical (continued)Integration of Agent Performance Optimization ApplicationsCurrent and Future Integration of APO Applications in the Communications VerticalCurrent Integration of APO Applications with Multichannel Applications in the Communications VerticalFuture Integration of APO Applications with Multichannel Applications in the Communications VerticalPrimary Use Cases for Agent Performance Optimization ApplicationsUsing APO Applications in the Communications VerticalLeveraging APO Tools in Other Departments in the Communications VerticalRestraints to Leveraging Customer InsightsRestraints to Leveraging Customer Insights in the Communications VerticalCurrent Use of Hosted/Cloud SolutionsCurrent Use of Hosted/Cloud Contact Center Solutions in the Communications Vertical Important Factors in the Decision to Move to Hosted/Cloud SolutionsImportant Factors in the Decision to Move to Hosted/Cloud Solutions in the Communications Vertical Hosted/Cloud Contact Center ApplicationsContact Center Applications Currently Used as Hosted/Cloud Solutions in the Communications Vertical Contact Center Applications Planned to be Used as Hosted/Cloud Solutions in the Communications Vertical Hosted/Cloud Contact Center VendorsNumber of Vendors Sourced in the Communications Vertical Current and Future Hosted/Cloud Contact Center Providers in the Communications Vertical Current Hosted/Cloud Contact Center Providers in the Communications Vertical Future Hosted/Cloud Contact Center Providers in the Communications Vertical Restraints to Moving to Hosted/Cloud Contact Center Solutions Restraints to Moving to Hosted/Cloud Contact Center Solutions in the Communications Vertical Customer Care Functions OutsourcedCustomer Care Outsourcing Adoption in the Communications Vertical Customer Care Functions Currently Outsourced and Planned to be Outsourced in the Communications Vertical Currently Outsourced Customer Care Functions in the Communications Vertical Customer Care Functions Planned to be Outsourced in the Communications Vertical Outsourcing Customer Contact ChannelsContact Channels/Interactions Currently and Planned to be Handled by Outsourcers in the Communications Vertical Contact Channels/Interactions Currently Handled by Outsourcers in the Communications Vertical Contact Channels/Interactions Planned to be Handled by Outsourcers in the Communications Vertical Priority of Consistent and Seamless Customer Experiences Current/Future Priority to Deliver Consistent, Seamless Customer Experiences in the Communications Vertical Current Level of Priority to Deliver Consistent, Seamless Customer Experience in the Communications Vertical Expected Level of Priority to Deliver Consistent, Seamless Customer Experience in the Communications VerticalOutsourced Contact Center Seats/AgentsCurrent and Future Proportions of Outsourced Contact Center Seats/Agents in the Communications VerticalCurrent/Future Proportions of Outsourced Contact Center Seats/Agents in the Communications Vertical (continued)Outsourcing LocationsLocations of Current and Expected Outsourcing in the Communications Vertical Locations of Currently Outsourced Contact Centers in the Communications Vertical Locations of Contact Centers Planned to be Outsourced in the Communications Vertical Number of Outsourcers UsedAverage Number of Outsourcers Currently Used and Planned to be Used in the Communications Vertical Important Factors in Outsourcer SelectionCurrent and Future Outsourcer Selection Considerations in the Communications Vertical Important Factors in the Decision to Use Outsourcers Currently in the Communications Vertical Important Factors in the Decision to Use Outsourcers in the Future in the Communications Vertical Restraints to Using OutsourcersRestraints to Using a Third-party Provider in the Communications Vertical Key TakeawaysKey TakeawaysKey Takeaways (continued)Legal DisclaimerThe Frost & Sullivan StoryThe Frost & Sullivan StoryValue Proposition: Future of Your Company & CareerNorth America and Europe PerspectiveIndustry Convergence360º Research PerspectiveImplementation ExcellenceOur Blue Ocean Strategy




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